A message to our customers and friends: This is the New Era of Customer Experience – Feedbackly 3.0

A message to our customers

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Feedbackly began with a mission to help businesses truly understand their customers and improve their experiences through valuable customer feedback. We’ve turned that mission into a reality with our powerful customer experience management platform and pioneering within Emotional Experience.

Today, our team of dedicated professionals is constantly striving to innovate and improve our products to better serve you – our customers. As the Founder, I am honored to lead Feedbackly in this endeavor and help your business grow with the help of better customer experience tools.

We are passionate about building exceptional products that deliver tangible value in the otherwise intangible world of CX and analytics. In today’s fast-paced world and ever-changing technological development, the only way to grow long-term is to be customer-centric. And in the heart of that are really a couple of tangible things:

  1. You need to understand your entire customer journey
  2. Your data has to be high-quality and relevant
  3. And thirdly, and definitely not least, you need to understand the impact of emotions on your customers’ purchase behavior.

These are the pieces of a winning recipe for the future. We know how important it is to listen to your customers, and we are dedicated to helping you do just that.

This is the reason why we are taking the next steps to build a New Era of Customer Experience – The Emotional Experience measurement of Feedbackly 3.0!

To be brutally open, the past two years have been tough for us, as our main industry took a big hit due to the COVID-19 pandemic. However, we didn’t let that stop us and we are thankful to all of our customers to keep developing the future of Customer Experience with us. Instead of rolling over, we focused on bringing in new methodologies, development, and customer-centricity, which helps us to bring in the best to our customers today.

During the entire year of 2022, we have done an uncountable amount of hard work to prepare for this exciting year with a ton of new stuff for you to enjoy. Excitement is already in the air all around us.

This said, I am thrilled to announce that we are about to launch Feedbackly 3.0, our biggest release in two years! We are closing in on the first step of our line of product updates and first bringing out our new Survey Update. In the next few months starting early April, we will start rolling out a series of bigger and smaller updates for every one of you to use and get value from. Product development at Feedbackly has been slow the last year, but we’ve been hard at work to prepare this exciting year with a ton of new stuff for you to enjoy along the way!

Our goal with the big survey update is simple – enable key features and functionalities to collect the highest possible quality of CX data. In the words of Scott Taylor, the Data Whisperer, “Good decisions made on bad data are just bad decisions you don’t know about…yet”.

The wise words of Scott Taylor are what we and a lot of our customers came to realize when the pandemic hit – feedback collection was manual, unorganized, siloed, anonymous, and done from the needs of the organization and not the customers. 

What we also noticed during the pandemic, is that CX maturity in organizations increased rapidly because interactions became faceless, google searches for “customer journey map” skyrocketed, and teams were scrambling for customer understanding. Simply put, CX started evolving from a marketing department function to an organization-wide necessity, and “Emotional Experience” peaked for the first time.

So what has this to do with our survey update? We realized we need to develop new features and functionalities to encourage the usage of the emotional experience measurement EVI® (Emotional Value Index) with higher data quality – whether it’s simpler ways to attach contextual data (metadata) to feedback, encourage nicer user response experience with new visualization options, or introduce “new” question types and data scales to streamline organization KPIs. We want each row of data to be meaningful and valuable – because we know if we succeed with this, our customers will want more of that high-quality data and it’s a win-win for both parties. And for the end customer for sure!

Based on the future requirements of the modern customer-centric companies employing forward-looking marketing and CX managers, we also critically looked at our Product vision – truth to be told, we really did not have one written sentence as we just went with the flow and just focuses on providing with the best services. But after a lot of critical discussions with our customers, we have identified the pain points in our own software and what needs to be done to be “The first login of the week”?

I know this is pretty rich to say in a world where we use tens of softwares every day but that is proof of the truth for us that we have been able to fulfill our vision of making our customers more customer-centric and creating the happiest customers in the world.

To tackle the needs of the future and go towards our product vision, here are a few examples of what the upcoming updates include:

  • Additional much-wanted question types for leveling up your surveys
  • Simpler ways for attaching contextual data (metadata) to feedback for higher-quality decision-making
  • Adding new data scales to simplify streamlining your CX KPIs with your organization’s KPIs
  • Modernizing the look and feel of the entire survey as well as the admin dashboard

After our short-term updates, we are working to bring you these additional awesome features:

  • Benchmarking data directly in the Feedbackly dashboard
  • New UI and self-usage for Feedbackly automation center and APIs
  • Updated text analytics tools based on cutting-edge technologies
  • Tens of other new features to help you to make the most of your customer feedback

Beginning in April, we will start rolling out the updates and keep you updated with instructions and scheduling of the new features and functionalities. It’s going to be an awesome spring and summer so we’re excited to get going.

Talk to you soon (in less than a month) and we can get going! In the meantime, do reach out to us if you’re eager to learn more or have any questions. 🚀

Stay tuned!

Jaakko Männistö

Founder & CEO of Feedbackly

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